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I seem to have lost all my recordings and planned recordings. Why and can I get them back?

viczig
On our wavelength

Today I seem to have lost all my recordings and planned recordings. Why and can I get them back?  

10 REPLIES 10

nodrogd
Very Insightful Person
Very Insightful Person

Can you still see them via the TV Go app?

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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viczig
On our wavelength

No not in the Go App either. All gone.  Just spent over an hour browsing and trying to remember what recordings I had planned. Doesn’t help with the recordings I’ve lost but I’ve found a few items available on streaming services/catch up and so added them into my watchlist. I see from browsing around here that this is not uncommon amongst TV360 customers. 

roy247
Superstar

It could be a faulty box. Can you still pause and replay live TV ?

You could try a factory reset of the box without losing your recordings.

You are given 2 options,

Keep Recordings
Format Disk

Choosing Keep Recordings, means you won't lose your recordings and any planned recordings or series links you've set up, but you will have to sign into your apps such as iPlayer, Prime, Netflix and ITVX again, also Match frame rate and Standby power consumption will go back to their default settings if you have changed them.

I always say if the 360 is deleting your recordings it's a sign that the box is faulty, especially if it does it more than once. You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

Good Morning @viczig, thanks for your post on our Community Forums, and I'm sorry to hear of the issues you've been experiencing with the set top box.

If you can please confirm if you've been able to review the post from @roy247 and come back to us, we'll be in a better position to assist you further.

Thanks,

David_Bn

viczig
On our wavelength

Thanks Roy. Yes I can still pause and replay live tv.  Recordings have started happening ok using my new planned recordings feature. I believe it is working how it should now but even if I was to format disk and choose keep recordings, I still wouldn’t be able to retrieve my original lost stuff I expect. This is the first time this has happpened to me since converting to the tv360 thing. 

Thanks for the update @viczig, and I'm pleased to hear that the originally reported fault is currently not present.

Do please however ensure that you keep us updated if this happens again.

We'd also politely remind you to ensure that you keep your box in standby overnight, so any software updates can take place.

Kindest regards,

David_Bn

viczig
On our wavelength

Thank you David. Yes no worries I do leave my box in standby all the time. I shall come back to this thread if it occurs again. 

Hi viczig,

You can't choose both the 'format disk' and 'keep recordings' options if that's what you meant, the 'keep recordings' option won't delete any recordings or planned recordings but the 'format disk' option will reformat the hard drive and delete any recordings you have

I would only suggest using that if you lose all your recordings again and then do it before you try recording again.

You can also set the 'Auto delete' option to off, it probably already is and shouldn't affect planned recordings but you can check by doing the following;

Press Home > Recordings > Recorded > View All > Manage Storage > Enter your pin > Auto delete when space needed > Set to Off.

 

viczig
On our wavelength

Thanks again Roy. I understand the format disk thing and how that won’t keep recordings.  I’ve not formatted the disk yet but have turned off the Auto Delete function now that I’ve reprogrammed my new recordings and started building up my collection again.  I’ve also observed an issue where the channel names have (twice now) lost their coloured logos replacing them with plain text channel names in lists and the programme guide. I’ve reset (and kept my recordings) now and at the moment everything is well (fingers crossed it stays that way). Cheers again.